Netskope named a Leader in the 2024 Gartner® Magic Quadrant™ for Security Service Edge. Get the report

  • Why Netskope chevron

    Changing the way networking and security work together.

  • Our Customers chevron

    Netskope serves more than 3,000 customers worldwide including more than 25 of the Fortune 100

  • Our Partners chevron

    We partner with security leaders to help you secure your journey to the cloud.

Still Highest in Execution.
Still Furthest in Vision.

Learn why 2024 Gartner® Magic Quadrant™ named Netskope a Leader for Security Service Edge the third consecutive year.

Get the report
Netskope Named a Leader in the 2024 Gartner® Magic Quadrant™ for Security Service Edge graphic for menu
We help our customers to be Ready for Anything

See our customers
Woman smiling with glasses looking out window
Netskope’s partner-centric go-to-market strategy enables our partners to maximize their growth and profitability while transforming enterprise security.

Learn about Netskope Partners
Group of diverse young professionals smiling
Your Network of Tomorrow

Plan your path toward a faster, more secure, and more resilient network designed for the applications and users that you support.

Get the white paper
Your Network of Tomorrow
Introducing the Netskope One Platform

Netskope One is a cloud-native platform that offers converged security and networking services to enable your SASE and zero trust transformation.

Learn about Netskope One
Abstract with blue lighting
Embrace a Secure Access Service Edge (SASE) architecture

Netskope NewEdge is the world’s largest, highest-performing security private cloud and provides customers with unparalleled service coverage, performance and resilience.

Learn about NewEdge
Netskope Cloud Exchange

The Netskope Cloud Exchange (CE) provides customers with powerful integration tools to leverage investments across their security posture.

Learn about Cloud Exchange
Netskope video
The platform of the future is Netskope

Intelligent Security Service Edge (SSE), Cloud Access Security Broker (CASB), Cloud Firewall, Next Generation Secure Web Gateway (SWG), and Private Access for ZTNA built natively into a single solution to help every business on its journey to Secure Access Service Edge (SASE) architecture.

Go to Products Overview
Netskope video
Next Gen SASE Branch is hybrid — connected, secured, and automated

Netskope Next Gen SASE Branch converges Context-Aware SASE Fabric, Zero-Trust Hybrid Security, and SkopeAI-powered Cloud Orchestrator into a unified cloud offering, ushering in a fully modernized branch experience for the borderless enterprise.

Learn about Next Gen SASE Branch
People at the open space office
Designing a SASE Architecture For Dummies

Get your complimentary copy of the only guide to SASE design you’ll ever need.

Get the eBook
Make the move to market-leading cloud security services with minimal latency and high reliability.

Learn about NewEdge
Lighted highway through mountainside switchbacks
Safely enable the use of generative AI applications with application access control, real-time user coaching, and best-in-class data protection.

Learn how we secure generative AI use
Safely Enable ChatGPT and Generative AI
Zero trust solutions for SSE and SASE deployments

Learn about Zero Trust
Boat driving through open sea
Netskope achieves FedRAMP High Authorization

Choose Netskope GovCloud to accelerate your agency’s transformation.

Learn about Netskope GovCloud
Netskope GovCloud
  • Resources chevron

    Learn more about how Netskope can help you secure your journey to the cloud.

  • Blog chevron

    Learn how Netskope enables security and networking transformation through security service edge (SSE)

  • Events and Workshops chevron

    Stay ahead of the latest security trends and connect with your peers.

  • Security Defined chevron

    Everything you need to know in our cybersecurity encyclopedia.

Security Visionaries Podcast

Becoming a Non-executive Director
In this episode host Emily Wearmouth welcomes guests Richard Starnes, CISO of Six Degrees, and Homaira Akbari, President and CEO of AKnowledge Partners, for a conversation about the role of a non-executive director (NED).

Play the podcast
Becoming a Non-executive Director Podcast
Latest Blogs

Read how Netskope can enable the Zero Trust and SASE journey through security service edge (SSE) capabilities.

Read the blog
Sunrise and cloudy sky
SASE Week 2023: Your SASE journey starts now!

Replay sessions from the fourth annual SASE Week.

Explore sessions
SASE Week 2023
What is Security Service Edge?

Explore the security side of SASE, the future of network and protection in the cloud.

Learn about Security Service Edge
Four-way roundabout
  • Company chevron

    We help you stay ahead of cloud, data, and network security challenges.

  • Leadership chevron

    Our leadership team is fiercely committed to doing everything it takes to make our customers successful.

  • Customer Solutions chevron

    We are here for you and with you every step of the way, ensuring your success with Netskope.

  • Training and Certification chevron

    Netskope training will help you become a cloud security expert.

Supporting sustainability through data security

Netskope is proud to participate in Vision 2045: an initiative aimed to raise awareness on private industry’s role in sustainability.

Find out more
Supporting Sustainability Through Data Security
Thinkers, builders, dreamers, innovators. Together, we deliver cutting-edge cloud security solutions to help our customers protect their data and people.

Meet our team
Group of hikers scaling a snowy mountain
Netskope’s talented and experienced Professional Services team provides a prescriptive approach to your successful implementation.

Learn about Professional Services
Netskope Professional Services
Secure your digital transformation journey and make the most of your cloud, web, and private applications with Netskope training.

Learn about Training and Certifications
Group of young professionals working

Solving the Help Desk Dilemma with P-DEM

Apr 30 2024

A harsh reality for today’s enterprise help desks

Leaders and agents running enterprise help desks today are in a very tough spot. They are tasked with resolving a dramatically increased volume of tickets, yet lack the visibility and tools needed to do so. 

Overwhelmed and often unable to do their jobs effectively, help desk professionals inevitably fall back on guidelines and rules of thumb that are simplistic and don’t reflect the complexity of a hybrid, digital workforce. Time is then wasted trying remedies that don’t produce results. 

This environment leads to many repeat tickets and frequent escalations–with predictable results: low user satisfaction, high help desk turnover, and frustration for all involved. 

The help desk dilemma in numbers

This dilemma has negative impacts on workforce productivity and help desk efficiency. Employees are frequently either slowed down or stopped in their tracks by tech issues. Nearly all workers (95%) experience business-critical app performance issues at least once a week.1 Employees lose one day per month of productive time due to digital friction. 

Meanwhile, help desks also take hits in their inability to efficiently solve issues. One in three organizations say they have less than 50% first-time resolution rates (FTR)2, and it takes longer to diagnose an issue than fix it. This places root cause visibility on the critical path.

Help desks would love nothing more than to increase first call resolution and user satisfaction, and to reduce mean time to repair (MTTR) and ticket escalations. Yet, they lack the visibility and tools required to make these positive changes. 

Help desk challenges

This situation exists because of factors inherent to a post-pandemic digital workspace. Some specific challenges, highlighted here, explain why 66% of IT professionals say they cannot support future hybrid and remote work needs with existing levels of help desk visibility across the digital workspace infrastructure.3 


Although many enterprises have doubled help desk head count, tickets have increased twice as fast. Commonly prescribed solutions to this problem–including outsourcing and automation–can only partially close the gap. Hiring can’t keep up, outsourcing increases resolution time, and automation is a slow fix at best. 

Misguided efforts

User-reported symptoms rarely provide enough context or details to accurately postulate the fault domain. Lacking the tools to dig deeper, help desk personnel are forced into misguided actions that waste time. Despite the best efforts of help desk agents, half of level one cases are escalated and require two or more teams to diagnose4, and 20% of issues are never closed because they cannot be diagnosed or resolved5.

The ping-pong effect

The life of a modern help desk ticket unfortunately most resembles the path of a ping-pong ball–bouncing from one troubleshooting group to another. 

It starts when a level one help desk lacks the ability to identify problem origin or solve the issue. The agent working a case then (often incorrectly) re-assigns the ticket to another group. Nearly half of cases (46%) get escalated–32% immediately, and another 14% after agents are unable to collect sufficient additional information from the end-user6

The story doesn’t end there: each group assigned to the case seeks to prove innocence before passing the ticket on to another team. Rinse and repeat. No wonder so many cases spawn repeat tickets, or just never get solved at all! 

The crux of the matter: lack of visibility

In short, closing tickets is a slow and painful process when the origin is unknown–a situation caused by lack of visibility.

Even the most experienced level one help desk staff lack access to tools and data beyond simple traffic flow analysis, latency monitoring, or down detectors. Without visibility across domains, help desk professionals make inaccurate assumptions about which issues predominate, where problems originate, and who is affected. In a nutshell, they can’t accurately triage and resolve issues. 

Two examples:

  • Devices and WiFi account for about 30% of issues7, but help desks tend to assume they are among the top sources. 
  • At least one-third of tickets are reassigned more than once–evidence that the assumed root cause was incorrect8.

Making matters worse, it’s often hard or impossible to pinpoint the cause and identify who is responsible for fixing issues involving third-party and cloud apps/services, since visibility into these areas is missing.

Proactive digital experience management for help desks

All this sounds, and is, dire. Yet, within the constraints of modern help desk environments, it is possible to close visibility gaps that lead to inefficient guesswork, repeat tickets, high turnover, and unhappy users. 

Proactive digital experience management provides simple but comprehensive visibility into all common fault domains, early in the ticket process. This leads to swift diagnosis and fast repair time, often at level one.  

Read the eBook here.


1 – IDC, 2023
2, 3 – Forrester survey, 2021.
4, 5, 7 – Netskope survey of IT Ops leaders, 2024
6, 8 – Netskope global service desk survey, 2024

author image
Scott Sumner
Scott manages Netskope's digital experience management product and solution marketing, with 20 years of experience in IT, telecom and networking, fiber optics and business intelligence, product and solutions management.

Stay informed!

Subscribe for the latest from the Netskope Blog